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HR Services Call Handling Analyst

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General Motors

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Location:
Philippines , Taguig City

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Category:
Human Resources

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The HR Services Call Handling Analyst is responsible for managing and resolving People Services cases received via calls and emails from various business units. This role serves as a key point of contact for HR Representatives, Employees, and People Leaders, ensuring timely and accurate resolution of HR-related inquiries while maintaining high service quality and compliance with established policies and procedures.

Job Responsibility:

  • Process HR cases received via calls or emails, prioritizing based on urgency and impact
  • Monitor personal queues and aging cases to ensure timely resolution
  • Follow established processes for case documentation, issue resolution, and escalation
  • Serve as the single point of contact for HR Representatives, Employees, and People Leaders
  • Ensure adherence to service level agreements (SLAs) and escalate complex cases as needed
  • Suggest process improvements to enhance operational efficiency and service excellence
  • Maintain and update job aids and standard operating procedures (SOPs)
  • Participate in project teams and contribute to system testing and performance improvement initiatives
  • Ensure compliance with global SLAs, GM corporate policies, and external regulatory requirements
  • Maintain confidentiality of employee information and perform tasks based on approved guidelines
  • Conduct peer checks and post-audit reviews of escalated issues
  • Ensure timely resolution of client issues and escalate as necessary
  • Exercise sound situational judgment to independently determine appropriate actions for requests that fall outside standard procedures, ensuring timely decisions based on urgency and business impact
  • Demonstrate investigative problem‑solving by uncovering underlying or hidden issues, conducting thorough root‑cause analysis, and utilizing all relevant tools, data, and resources to drive accurate and timely resolution

Requirements:

  • Bachelor’s degree in human resources, Business Administration, or related field
  • Experience in HR shared services or call handling environment is an advantage
  • Strong communication and interpersonal skills. Willing to receive phone inquiries for a majority of the work hours
  • Ability to manage multiple priorities in a fast-paced environment
  • Proficiency in case management tools and HR systems
  • High attention to detail and commitment to confidentiality
  • Willing to work night shift

Nice to have:

  • Post-graduate degree
  • Experience in a contact center or shared service environment
  • Familiarity with HR compliance standards and service delivery metrics

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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